I am unable to finish install exede RM5110 wifi modem

I received my new modem and while swapping it out from the RM4100 Surfbeam 2 it won't confirm modem connectivity. I have called Exede customer service several times and when I am lucky enough to somehow get out of the automated loop and get someone real, they can only tell me that there were problems with the upgrades of several customers being disconnected from service and I have to wait it out for 24 hours. Well that was over a week ago and still no service and no answers. Does anyone here have any suggestions? I still have my old RM4100 modem but it no longer works -- I guess from being disconnected from service. Help! Thanks.